PENGARUH KUALITAS PELAYANAN UPTD SAMSAT TERHADAP KEPUASAN MASYARAKAT DI KABUPATEN FAKFAK

Abstract

Abstract: This research was conducted with the aim to find out the quality of service to public satisfaction related to PKB and STNK. The results of the analysis with linear regression showed that: first, there was a positive influence of service quality on community satisfaction due to its regression coefficient positive 0.746. Second, the closeness of the relationship between the variable service quality and community satisfaction by 0.866, shows that the quality of service to community satisfaction lies between 0.80 - 1.00 which means the results obtained have a very strong degree of
relationship. Third, the magnitude of the contribution of service quality variables to the community satisfaction variable calculated using a coefficient of determination of 74.99% or 75%, means that 75% of the community satisfaction variable is influenced by service quality variables, and the remaining 25% is influenced by other variables not examined in this research. Fourth, based on a significant test at alpha 5%, it turns out t
arithmetic> t table or 9.797> 2.037, so it can be stated that there is a significant influence of the service quality variable on the variable of community satisfaction.

Keywords: service quality, community satisfaction, motor vehicle tax.